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Jeff of Lemont, IL February 3, 2009
Flight from Orlando to Chicago (in January). Suitcases arrived completely soaking wet. All contents (including winter coat) drenched all the way through. Try putting on a wet coat in 16 degree weather! These were fairly new bags that are 'water repellent', so for this degree of wetness, they had to have been exposed to rain for a long period of time. How could the airline let this happen? Why would their crew not cover their customers' personal belongings? They could not have been more wet if they had been thrown into a lake. I'm so angry at their lack of respect.
Wife's new white blouse ruined. About a dozen items will need dry cleaned.
Nick of Dallas, TX December 16, 2008
I usually have no problems with Southwest Airlines, but I must complain about the rude flight attendant. I noted that my seat back support was constantly going back instead of staying upright. I wanted to tell the attendant because I know the seat position must remain upright with landing. The flt attendant responded loudly and rudely, although I was very nice about my complaint.
So, in retaliation, My next 10 visits to Albuquerque will be by car from Dallas, Tx. Two of us go. So, this should cost the airline about 3000-8000 in lost customer charges. Southwest Airlines Flt 18 12-11-08. Mostly embarrassed by her and felt trapped in that she could then try to get me in trouble if I complained to her again.
Jean M Tonks of Strasburg, PA October 25, 2008
my mother 87 years old was flying out of bwi airport on oct 23, 2008 on the 9:05 flight to Albany, ny. At the check-in counter we had to ask for help. After patiently waiting to get some service. I asked for an escort pass to take her down to the gate. Which i did receive.
When we did get to her gate i went up to the man who was by the door to the plane entrance. I wanted my mother to be able to preboard the plane to give her time to walk. In a very rude manner he said we don't do that, can she walk? I said yes ,well then she will board the plane when everyone else does.
For the first time ever since we have used Southwest Airlines I was very disappointed. I always talk-up Southwest because I have loved flying with [Southwest], but I have a negative feeling about them now.
Heather of Gahanna, OH September 21, 2008
On 8-24-2008 my husband and i were flying Southwest Airlines from Columbus, Oh to Nashville then to Los Angeles because I was having brain surgery the morning of 8-25,2008. Due to mechanical errors, a weather delay etc we ended up missing our flt from Nashville to LA because they didn't hold the plane for us. We were put on a plane which we thought was going to LAX but when it took off we were on the way to Phoenix AZ. Once again we were told they'd hold another FLT for us to get to LA but We were never checked in with any boarding passes and the employees in AZ let the plane to LAx go. So we were stranded in Phoenix AZ with no flts to make it to my brain surgery!
We had to rent a car and drive 6 1/2 hours all night to get to the hospital just in time. We had been up for over 24 hours. The employees at SW said to call the customers relations line and that they would help us in anyway. Pay us back for our tickets and the renal car as well as are time for having to drive all night. This was clearly an error on SW's part because they had not even entered our names with our boarding passes. No one called a head to any gate and I had told the attendent on that flt that I was having brain surgery and they announced that our flt was being held but because they had not entered boarding passes in our names so they didn't know to keep holding the plane!
It's bad enough needing a craniotomy but to be dumped in the wrong state because of human error and then told there's nothing they can do is just terrible customer service! So I complained and the employees Caroline at SW relations said it wasn't SW's fault but they would refund a portion of that trip. I still have no credit a month later on my VISA card and even though I faxed a long letter have heard nothing back. The employees in Phoenix did call us multiple times during our drive to make sure we were still a wake, not lost and to tell us how sorry they were! I have no response from the airlines yet not even a statement to say they're sorry and hope your surgery went well
flight fees, rental car fees now being rented in one state and left in another and for additonal time and miles, physically we showed up for my brain surgery with me lacking sleep and completely stressed plus my husband had no sleep and was tired and stressed trying to get us form AZ to LA in time for surgery!
Fred of Salt Lake City, UT September 13, 2008
Brother left two 50 dollar bills with thank you note for me here in slc, to help with rental car and i put them in his wifes check-in bag. when they got to tucson, they were gone. Southwest here in SLC said TSA were the only checkers of bags and if so Southwest ought to have someone watch these folks. My brother just spent 75 days in ICU and after a short time came to SLC to see me before my treatment starts at the cancer center here. It really makes me upset that this happens as I can't afford to lose any more than anyone else.
Will appreciate anything you can do. If [they] need somrone to watch these PSA folks, I am available, even thou i am 70 years old . THANKS FOR YOUR HELP.
LOST FAITH FOR PEOPLE AND FEEL SORRY FOR MY BROTHER IN TUCSON AS HE MEANT WELL AND SO DID I.
Kelly of Chatham, OTHER September 5, 2008
I was boarding a flight with my 8 year old daughter from Detroit to Orlando. For some reason I was the last to board (I later found out that I needed to pre-register on-line). I mentioned to the pre-boarding personal that I needed to sit with my daughter as she has an anxiety disorder. I was told that I couldn't sit with her she was to sit alone because it is first come first serve for seating. I once again explained very calmly that I needed to sit with my daughter and the lady at the desk told me that if I didn't shut my mouth she would pull me off the flight.
My daughter was very shaken by the incident and felt frightened to go on the flight and in fact was upset about it for a whole trip to Disney. She was scared to death to get on the flight to get home. I don't know the name of the lady because she kept saying over and over one more word and your off so I was afraid to ask her for her name. This is the worst I have ever been treated in my life. I felt like a criminal. I wonder if there is anyone worth contacting at Southwest or if anyone has had any luck with complaints to them.
My daughter is still having nightmares about the incident. It terrified her. She has been diagnosed with a separation anxiety disorder by a doctor and this has cost me money in counseling fees as she has needed ongoing support to get past this.
Chad of Exeter, NH August 22, 2008
I was flying from Manchester to Philadelphia for business. I had my ticket and was waiting in line to board the plane. The ticket agent ( not sure of her name) came over to me and told me that i needed to by a second ticket as i was too big to fit in the seat, that i needed to be able to sit with both arm rest down. I said excuse me. I felt embarrased as i was standing there.
I said I fly for business and do not have any issues with any other flight lines. I did not see this policy posted any where, and she kept saying it was South west policy. I ended up buying a second ticket because i needed to get to the place i was going for business, but i will never fly south west again. I mean i know i am a big guy ( about 450lbs) but this was handled totally wrong and i think it needs to be specified somewhere when purchasing a ticket. I was even more mad because about a year and a half ago i flied South West no problem and i was the same weight and actually might have been a little smaller.
I had to give in because it would have cost me my job if i did not give in, but it cost the price of an extra ticket (which may or may not be reimbursed depending if the flight was sold out. If it was sold out then i do not get reimbursed, but if it was not then i do) but the point that hurt the worst was i felt embarrased and felt like i was getting harrassed for being a big person. This is not a good feeling, i felt like i was being discriminated against because of a sickness, and if you are big you will understand it is a sickness, that it is not easy for us to be skinny or loose weight. Rhonda of Hemet, CA August 11, 2008
I just wanted to voice my outrage about Southwest airlines and the fact that they did not protect my grandchildren when they were flying with them. My grandchildren were flying Southwest airlines, Flight 3938 from San Diego to Denver on 8/1. We requested them to be unaccompanied minors, but southwest said no as my oldest Granddaughter is 16, the other two are 11 and 9. When they were put on the plane, Southwest split the kids up, placing the two youngest away from the oldest and placing the oldest next to a strangely acting man. During the flight, the man took out a roll of tape.
The flight attendant noticed it, but didnt say anything. Then the man handed my oldest granddaughter a magazine. When she accepted it, he grabbed her hands and taped them together. Although they screamed for a stewardess, no one showed up. The youngest one went over and had to bite through the tape to get it off of her wrists. Finally the flight attendant shows up and moves the kids to a new site. Then she says I saw that guy with the tape and thought he was strange.
When the plane lands Southwest lets the guy off the plane, never calls police and THEN lets the kids go to the baggage area unattended. The guy follows them which prompts my grandkids to turn around and request that someone take them to baggage claim. Southwest STILL did not detain that man.
After spending several hours with Southwest, my daughter-in-law was told she could have credit towards another flight, of which she refused. The next day my daughter-in-law spent the day on the phone and then went to the Denver southwest terminal to get someone to deal with this issue. She is so worried that this crazy man is doing other things to other kids. Southwest would not deal with this. She has contacted Homeland security and now the FBI is interviewing the kids and are looking to press two charges of minority assault when they find the guy. Airlines need to keep people and especially kids safe on their airlines. With all these cutbacks with airlines child safety should not be one of them.
Beverly of Mesa, AZ July 14, 2008
My husband misread his flight papers and missed his flight by a whole day, no problem Southwest resceduled him for the next day for only 4.00! What other airline would have done this? Thank you so much Southwest, you saved my husbands vacation with his children! I will NEVER fly any other airline!
Patrick of Owings Mills, MD July 8, 2008
I booked a hotel through Southwes.com as I had been doing for several years. It is the same hotel that I have stayed in many times and never had any problems canceling or changing my reervation. I found that Southwest is now booking the hotels through Orbitz which precharges and does not allow cancellations.
I must either pay 167 for the rooms or drive each day for 2 hours to my customer's other site.
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